Advanced International Journal for Research

E-ISSN: 3048-7641   •   Impact Factor: 9.11

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Volume 7 Issue 6
November-December 2026

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Determinants of Robotics Process Automation Acceptance in Digital Banking Onboarding: Evidence from Malaysian Banking Customers

Author(s) Sivalingam Muthupalaniappen, Syriac Nellikunnel Devasia
Country Malaysia
Abstract This study examines customer acceptance of Robotic Process Automation (RPA) in the banking onboarding process within the Malaysian banking sector. Customer onboarding represents a critical first interaction between banks and new customers, yet it is often marred by inefficiencies, manual bottlenecks, and regulatory complexities that negatively affect customer satisfaction and retention. As the Malaysian banking sector accelerates its digital transformation, RPA has emerged as a promising solution to automate repetitive, rule-based tasks, improve process efficiency, and deliver faster, error-free onboarding experiences. Grounded in the Technology Acceptance Model (TAM), this research proposes and tests a conceptual framework integrating constructs such as Perceived Ease of Use (PEU), Perceived Process Efficiency (PPE), Perceived Security and Privacy (PSP), Perceived Attribute of Accessibility (PAA), and RPA Acceptance (RA). A quantitative methodology was employed using a structured survey administered to banking customers in Malaysia. The data were analyzed using Structural Equation Modelling (SEM) to evaluate the hypothesized relationships. The findings indicate that PEU and PSP significantly influence RA, whereas PPE and PAA do not demonstrate significant effects. The study further examines the moderating role of age in shaping these relationships. The findings enhance understanding of RPA acceptance in banking onboarding processes and inform automation adoption strategies.
Keywords Robotics Process Automation, Customer Onboarding, RPA Acceptance, Digital transformation, Technology Acceptance Model.
Field Business Administration
Published In Volume 7, Issue 6, November-December 2026
Published On 2026-11-07
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E-ISSN 3048-7641
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